ITIL Capability - Operational Support & Analysis (OSA) - 2011 Edition


This five-day course delves into the practical aspects of the ITIL (2011 Edition) Service Lifecycle and processes relating to the operational support and analysis of IT services. The requirements, activities, methods and approaches for implementing and managing these processes will be covered in a practical, hands-on learning environment through the use of our quality course material and an engaging scenario-based case study.


  • introduction to operational support and analysis
  • event management - monitoring and detecting events in the IT infrastructure
  • incident management - quickly restoring services back to normal operation
  • problem management - minimising impact, investigation and prevention of incidents
  • request fulfilment - provide quick and effective access to standard services
  • access management - managing all aspects relating to the rights to use a service
  • functions
  • technology and implementation considerations.

Accredited ITIL training is provided by Solisma, accredited by PEOPLECERT Examination Institute.


On-Site Training

If you need training for three or more people, ask us about training at your site. You can enjoy the convenience of reduced travel cost and time, as well as a familiar environment for your staff. Additionally, we can customise the course for your business needs.

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